About the Course
This training course on Voice of Customer Systems will ensure that participants:
Understand how to acquire customer feedback and which systems to use and when
Understand how to analyse customer feedback
Understand the important of closing the loop and how to do it
Understand and have already started planning the implementation of a Voice of Customer program within their respective organizations
Michael is a seasoned instructor with over 25 years’ activity in B2B customer-facing operations, Michael now assists B2B companies with their CX strategy, Customer Journey Mapping, VoC programmes and complaint management processes.
Apart from being a Certified Customer Experience Professional (CCXP), Michael also has qualifications in Lean 6 Sigma, Quality Management, NPS 2, and Risk Management. He studied Business Economics at the University of Zürich in Switzerland.
Michael founded CX-Excellence.com in 2020 and is based near Lugano, Switzerland. He is also a founder member of the European Customer Experience Organization.